Member Services Representative II (Corona, CA)

Wescom Financial•Corona, CA

6d•Onsite

About The Position

The Member Services Representative II provides consultative services to credit union members by assessing their needs and advising them about products and services. The role assists with establishing memberships and accounts, completing required documentation, entering records in compliance with audit requirements, and processing member transactions. It often serves as the initial point of contact for members and promotes engagement by providing accurate, timely information and referring members to relevant Wescom products and services. The representative engages new and existing members to deepen their relationship with the Credit Union, including taking applications for home equity products and referring members for first-mortgage services. The representative regularly performs both platform and teller activities according to branch needs. This includes account and cash transactions, consumer loan applications and servicing, member referrals, technology assistance, and support for savings and deposit products. The role also supports member experience and branch growth objectives, follows audit, security, confidentiality, and loss-prevention requirements, and meets training and development objectives. A possible career path to Member Service Representative III may be pursued with the specified management approvals and applicable licensing. The position is based in a branch environment with a moderately quiet noise level and a non-smoking workplace. Employees must reside within Wescom’s California service area, including employees in hybrid or remote positions. The listed physical demands include frequent standing, walking, sitting, manual handling, reaching, climbing or balancing, stooping, kneeling, crouching, crawling, talking or hearing, and tasting or smelling; occasional lifting or moving of up to 10 pounds is required.

Requirements

High school graduate.
Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained.
Must maintain licensing as a Notary Public.
Proficiency in Microsoft Word, Excel, and Outlook.
Proficiency in the Credit Union’s operating system and specialized software required for the position.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and to compute rates, ratios, and percentages.
Effective verbal and written communication, listening, and interpersonal skills.
Ability to meet the stated physical demands, including occasionally lifting or moving up to 10 pounds.
Must reside within Wescom’s California service area.

Nice To Haves

Previous financial industry experience.
Previous customer service experience.

Responsibilities

Provide consultative service by assessing member needs and explaining credit union products and services.
Assist members with memberships, loan accounts, share accounts, savings services, and required documentation and data entry.
Process member transactions and serve as an initial point of contact for the Credit Union.
Promote member satisfaction and advocacy, resolve issues at the first point of contact where possible, and support strong Member Experience Survey results.
Perform platform and teller activities as assigned, providing support across both areas according to business needs.
Maintain proficiency in mobile, contact, online banking, operating-system, and other technology applications, and demonstrate appropriate technologies to members.
Conduct wellness calls from assigned lists, including pre-approvals and new-member engagement lists.
Respond to member, department, and Branch Management inquiries in a timely manner.
Identify product and service referral opportunities and collaborate with branch partners and specialists, including Financial Services, Insurance Services, Real Estate, and Autoland.
Identify, refer, and assist members with auto and personal loan and credit card pre-approval offers.
Identify, mitigate, and report potential fraudulent activity.
Produce accurate work with minimal errors, oversights, or outages.
Use the CON2ECT model to build relationships and identify member needs; collaborate with partners and use appointment systems and department liaisons to make referrals.
Maintain knowledge of products and services and perform daily transactions, including deposits, withdrawals, and transfers.
Answer account-related inquiries in accordance with Credit Union policies and procedures.
Service coin and cash machines when required.
Process consumer loan applications, including auto loans, credit cards, and unsecured lines of credit; assist with home equity loan and line-of-credit applications as needed.
Advocate for members throughout the loan process, fund loans, and provide basic credit-review counseling to members whose loans are declined.
Assist members with checking and certificate accounts, money market accounts, Individual Retirement Accounts, and other savings and deposit products.
Perform fiduciary-related processes, including services involving trusts, fiduciary accounts, powers of attorney, and Notary Public services.
Contribute to growth objectives through needs-based conversations, relationship-building, organizational initiatives, and assigned individual or branch production goals.
Support migration to appropriate delivery channels and consult with members about Insurance Services and Financial Services, referring them to specialists and business partners.
Take home equity product applications and refer first-mortgage needs to Mortgage Loan Originators in Real Estate.
Meet personal development and training objectives, complete Wescom University core curriculum and required regulatory training within established timelines, and mentor other team members in skill development.
Promote technology and contribute process-improvement opportunities.
Ensure branch compliance with audit and security standards, policies, procedures, and loss-prevention measures.
Maintain confidentiality of Credit Union, Financial Services, Insurance Services, and member records and data.
Control and balance assigned cash drawers and negotiable items; identify payees, verify signatures and endorsements, and meet Teller Balancing Standards.
Communicate and listen effectively, maintain positive working relationships, attend assigned and branch meetings, and participate in training, self-study, seminars, and classes as applicable.
Maintain a professional appearance, the branch physical environment according to Wescom standards, and good attendance and punctuality.
Maintain required NMLS registration and Notary Public licensing.